Contact Center Pipeline Magazine: Inside Our January 2021 Issue

FROM THE JANUARY 2021 ISSUE

Challenges and Priorities Survey

Welcome to 2021 and the January issue of Contact Center Pipeline. I hope the new year brings much health and happiness.

This is an exciting month. We are introducing our new advisory board members in Susan’s article this month as they share their thoughts on what 2021 will bring for our contact centers. I look forward to working with them this year. I know their input will only serve to make us better! What a talented pool of individuals.

We are also sharing the results of our 2021 Contact Center Challenges & Priorities survey. It is interesting to see the effects of COVID on our centers and what this means for us planning for our year ahead. Lori Bocklund did a fabulous job of explaining the results and sharing insights gained from past surveys, as well as this one.

There is lots of information in this month’s issue. Please enjoy.


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Contact Center Pipeline January 2021

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FEATURE
Moving Forward: What Will 2021 Bring for Contact Centers?
By Susan Hash
Contact Center Pipeline’s Advisory Board shares solid advice to take into the new year.

SPECIAL REPORT
Contact Center Challenges and Priorities for 2021: A Year Like No Other
By Lori Bocklund
Findings from our sixth annual survey reveal the need for agility going forward.

IDIOM INSIGHTS
Get the Ball Rolling… 2021 Here We Come!
By Kathleen M. Peterson
Now is an opportune time to evaluate the contact center’s current state.

THE VIEW FROM THE SADDLE
Can You Say Con-tin-gen-cy?
By Paul Stockford
It’s time for contact centers to start planning for the next major catastrophic event.

SUPERIOR SERVICE
Seven Contact Center New Year’s Resolutions for 2021
By Mike Aoki
Achievable goals that will pay off in improved employee engagement and customer service.

INSIDE VIEW
Michael Lawder, Chief Experience Officer, ASAPP
By Susan Hash
A long-time customer care practitioner and frontline agent advocate weighs in on AI-powered tech to improve Ex and CX.

DIGITAL STRATEGY
Three Steps to Acing AI-Human Interactions
By Eduardo Olvera
AI is now part of many brand interactions, but that doesn’t mean those interactions are successful.

PERFORMANCE MATTERS
Invest in Your Human Capital
By Mark Pereira
Engaged employees are your company’s greatest asset. Tips to get the maximum return on your investment.

LEADING THOUGHTS
Five Reasons You Are Probably Missing the Greatest Opportunity in Our Industry
By Jim Rembach
Don’t undermine leadership skills development by failing to remove the obstacles in your learning journey.

SPONSOR SPOTLIGHT | 8×8 and Aryaka
Bringing the World Closer, Together
Introducing your power team to enhance cloud communications and contact center performance across SD-WAN.


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Thank you to our January sponsors:

2Ring America, 8×8, Amazon Web Services, Aryaka, Calabrio, Centrical, CommunityWFM, Customer Contact Strategies, eGain, Empirix, Fair Trade Outsourcing,Human Numbers, Incite Group, Intercom, Khoros, LANtelligence, MusicWorks, NICE inContact, Panviva, PowerHouse Consulting, ProcedureFlow, ROI-DNA, Salesforce, Service Agility, Shelf, Strategic Contact, TASKE Technology, USAN and Verint.

They help make Contact Center Pipeline possible!! Please visit all our sponsors in our Pipeline Directory!